While it’s often the horrible customer service experiences that go viral on social media or become the topic of discussion over dinner, when asked, most people could likely think of a time when they ...

What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your ...

An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

At about 1 a.m. during a memorable trip I took to Australia, I awoke suddenly in a hot sweat in my hotel room at the Intercontinental Sydney Double Bay. Supposedly among that country's leading hotels, ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 5 years old. Exceptional customer ...

When it comes to hyper-personalization and CX, Amazon is one of the first brands that people think of. What lessons can be gleaned from the tech giant? When it comes to hyper-personalization, customer ...

Electric utilities are under enormous pressure to reinvent their relationship with customers. Here's some lessons they can borrow from the high-tech world. Electric utilities have had a weak ...

Tony Hsieh, the former chief executive of Zappos.com Inc., helped build the online shoe retailer with a model of customer service that rested on a simple premise: Make every customer as happy as ...

GenAI has the potential to enhance customer service productivity by 45% (McKinsey). However, most early GenAI projects in customer service have failed to meet cost reduction and CX goals. Gartner ...